Agent Status
Agent Status
The Agents Status is located in the bottom right area of the Call Center screen and from here, the Call Center Supervisor can view an agent's call stats, assigned queues (including current status), and the option to listen.
Agents in this table are color-coded as follows: Grey (offline), Green (online and available), and Red (online and unavailable). Only online agents can be a part of a call queue.
Agent Stats
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Below is an example of an "agent stats" modal. An agent's calls are graphed here for the past 10 days, and more specifically, the last 24 hours include a breakdown of call types, time talked, etc.​​​​
Assigned Queues
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The "assigned queue" model lists the call queues the agent is in. Status can be changed here (offline or online) if the agent has forgotten to log-off for the day. Their queue priority can also be changed. The lowest number equals the highest priority (i.e. 1 is the highest priority and calls in that queue will be routed to the agent first). ​​​​
Listen
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Listening to calls is an available feature for on-net and off-net calls when the status of a call is "talking." However, the scope of the user listening in must be higher than the scope of the agent in the call. For instance, a Call Center Supervisor will not have the option to listen in to a call where the agent is another Call Center Supervisor, but they can listen in to the calls of Call Center Agents. ​​​​
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